Our client is a leading name in the luxury diamond and jewellery business, known for their exquisite collections and premium customer experience. The showroom, located in Surat, Gujarat, is looking for a General Manager with experience in the hospitality industry, specifically from renowned 5-star hotel chains such as Radisson, Lemon Tree, The Leela, Oberoi, etc.
Job Summary:
The General Manager will be responsible for overseeing the overall operation and management of the luxury showroom. This role demands a high level of excellence in customer service, facility management, team leadership, and ensuring a premium experience for clients. The ideal candidate will bring the polished service standards of the hospitality industry into a retail environment, managing all aspects of the showroom, from customer relations to property maintenance.
Key Responsibilities:
Facility & Property Management:
Oversee the daily operations of the showroom, ensuring all facilities are maintained to a 5-star standard.
Manage housekeeping and ensure the showroom is clean, presentable, and luxurious at all times.
Coordinate with maintenance teams to address any facility issues promptly and efficiently.
Ensure health and safety protocols are strictly adhered to within the showroom.
Customer Relationship Management:
Deliver a world-class customer experience, akin to luxury hotel standards, ensuring every client feels valued and catered to.
Handle VIP clientele with exceptional attention to detail, ensuring personalized service.
Address and resolve customer inquiries and complaints with professionalism and promptness.
Organize exclusive events or experiences for high-profile clients to enhance customer loyalty.
Team Leadership:
Lead and manage the showroom team, including sales staff, housekeeping, and support personnel, ensuring high standards of service.
Provide training and development to staff, instilling a customer-centric culture inspired by luxury hospitality practices.
Oversee staff scheduling, performance reviews, and team-building initiatives to maintain a motivated workforce.
Operational Excellence:
Manage showroom budgets, ensuring cost-effective operations while maintaining luxury standards.
Oversee inventory management, ensuring products are displayed attractively and stocked appropriately.
Implement and monitor standard operating procedures (SOPs) in alignment with luxury retail and hospitality guidelines.
Ensure compliance with company policies, local regulations, and industry standards.
Customer Experience & Hospitality Standards:
Ensure a seamless and personalized experience for every customer, from welcome to departure, with a focus on exceptional service.
Maintain a customer-first approach and ensure the team follows suit, fostering an inviting and elegant environment.
Work closely with the sales and marketing teams to implement customer loyalty programs and create memorable in-store experiences.
Vendor & Stakeholder Management:
Manage relationships with external vendors for facility maintenance, housekeeping, and other operational services.
Collaborate with senior management to align the showroom’s goals with the broader company strategy.
Crisis & Issue Management:
Proactively handle any operational challenges or customer complaints, ensuring swift and satisfactory resolution.
Maintain poise and professionalism in managing high-pressure situations, reflective of luxury hospitality management.
Requirements
Bachelor's degree in Hospitality Management, Business Administration, or related field.
Proven experience (8+ years) in a General Manager or similar leadership role within a luxury hotel, preferably in brands like Radisson, Lemon Tree, The Leela, Oberoi, or other 5-star properties.
Strong knowledge of property management, facility maintenance, and customer relationship management.
Excellent leadership, communication, and interpersonal skills.
Ability to lead a team and manage operations efficiently while maintaining the highest standards of luxury.
Experience working with high-net-worth individuals and VIP clientele is a plus.
Attention to detail and a proactive approach to maintaining luxury standards.
